i have two tickets about mw bugs and no repply
theoretically a good idea…
sadly you don’t respond to tickets
GRINDIN for trust lmao ridiculous seriously - work stopped till I can ask a question
We could also have a forum full of spam accounts posting advertisements everywhere since there would be no measures to stop it from happening.
You could use the search function to look for your question. Highly likely it already got answered in the past.
Or just…find an existing topic that fits the criteria and ask in there.
Customer service answered within 24 hours. All further communications continued within 24H.
It’s rather amazing considering customer service in the company that I work for here in EU. 
They did (a week ago, but been busy) 
Why do you guys keep forcing opt in for the customer experience program? Part of my starup sequence now involves disabling the checkbox before loading my models. Definitely not legal
My overall good experience.
I had an issue with a primary feeder in the AMS within a week of setup. After opening a ticket, the first response took 3 days and each of the 4 subsequent exchanges took 1 day each. Communication and explanations were all clear and the replacement part was eventually shipped out within 2 days of the last exchange. So overall it’s good. But there are still 2 areas of improvement:
-
If something breaks within the return period, then after sufficient documentation from the user, they should offer an advance replacement so the user does not incur down time. This is not a customer service personnel issue but a company policy problem. In my case the the primary feeder on the AMS broke and I am opting to fix it myself as I can still use the other 3.
-
Explain the initial wait time in the auto-generated email. Really try to reduce it from 3 days to 2.
Great to know the update.
Good job if its works like it should
This is one reason i stocked up on parts, when i can.
Also as for firmware so far it looks good. Or at least with mine it is. I dint see anyreaskn so far for firmware fixes.
Anyways ya it is worry some but these also are not industrial machines and we are dealing with a chinese company.
Keep in mind there are legal minimum software support periods for all electronic goods sold in some territories.
The U.K. and the E.U. require a minimum of 5 years for such things.
I’m not going to read this whole thing, but offer advice which has helped me get support somewhat quickly. We all know there is a time difference. To help cut down on responses being sent back and forth I have done the following.
Remember there’s most likely a language barrier, so be concise and to the point. They’re doing a job, don’t be a jerk. We all know there’s room for improvement. Hell, they know it too.
-
Can I reproduce it? Document with pics what is happening and the part that is broken.
-
Taken the time to use the wiki, and photo document any troubleshooting I did using the wiki. (not always possible)
-
What parts have I changed before this happened, if any.
I open a ticket and make clear (with photos etc) what the problem is, the wiki that I followed, and any other troubleshooting I may have done.
Including pics and what you’ve done will shorten replies. They, like other help desks, have to go through every step. It’s how their job works. Once you take these steps out of the picture you’re usually close to getting a solution. Hopefully.
Yes, this does’t always work, but in the past 3 interactions over the past year, I’ve had my part within days of opening the ticket. Even when I caused the problem.
Someone, or everyone will reply with “that didn’t work for me”. I promise it will work more often than not.
Peace.
I did purchase Bambu partially because the tech support at Creatlity was awful. Unfortunately, I don’t really see that much better from Bambu. I wish they’d invest in US based support teams to help folks out more readily. Even when you provide enough detail and offer everything they need, it takes so long to get replies. I’ve asked very simple quesitons that should be able to be self service but aren’t.
This forum has a good amount of answers to common questions. If you can’t find the answer searching for it there are lots of very knowledge and experienced people here that will help you out with questions about 3d printing.
Right. I posted my question in the AMS forum and nobody responded because nobody has the answer. The cable connecting one of my feeders was “fused” to the AMS board and the wires ripped out. You can’t just buy the wire/cable as far as I can tell.
You posted the question 20 hours ago with limited information and no photo.
Yesterday was Sunday. It was hot in most parts and football on the TV.
Give the community a chance.
While I agree with you and your comments…my comments were more about the reality that Bambu Labs customer support leaves a lot to be desired. Which seems to be on par for the 3D printing industry as a whole.
A community forum isn’t a valid replacment for mfg tech support and I generally would hope they could at least reply to people’s tickets within 3 business days but maybe my expectations are high. I’ve reached out to some of their support leadership on LinkedIn and offered to see if I could help give them ideas how to scale however their response was “we’re good”. If people are providing input that their response times aren’t adequate, that seems like an issue.
I sell customer service software to companies like Bambu and personally feel like I know what should be able to be expected when I spent $1600 on a piece of hardware.
That all said, totally willing to give the community a chance and concurrnently will help on these forums as much as I can.
I doubt you will find anyone who will disagree with you about the current poor state of BL customer support.
Their hours of service are only based on China time which isn’t great for most of the rest of the planet.
I know I am part of an evolving bleeding-edge world of 3D printing. That comes with good and bad.
Yep…totally feel ya there. Where I work is introducing all the new “Copilot” tech to he market and it’s happening so fast it’s hard to know sometimes how to answer questions.
That said, if 50% of your sales originate from the US…maybe consider having a small team located in the region to support the efforts.